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Modelling Software

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  • #18607 Reply
    Gregg Solomon

    I am modelling a call center for a startup business plan. These are the variables that I have projected:
    Annual call volume
    Average length of call
    Monthly distribution (%)
    Day of week distribution (% Sun/Mon/Tues/etc.)
    Hourly distribution (%)
    Agent salary

    I am looking for software that I can input my data into, select service level, and a few other basic parameters, and then have the software present a staff plan along with performance metrics, and payroll.

    Can someone please recommend software for me to look at.

    Thank you,
    Gregg Solomon

    #18608 Reply


    I’m wondering whether you have found the modeling software by now or not but I propose that you structure your own model using an Excel spreadsheet. I have tried this on my own cases and it has performed very well.

    I can provide you with more input but I’m afraid you’ll need to define more variables such as:

    – Customer base
    – Adds per month
    – Churn %
    – Customers’ proclivity to call (new customers/ existing customers demonstrate different behaviors)
    – Network grade of service (in case you are setting up a Call Centre for telecomm industry)
    – Agent utilization factor %
    – etc…

    Please let me know if you are still interested and we can go from there.


    #18609 Reply
    Amir Zargaran

    You will also need to define your preferred service level.

    Amir Zargaran

Viewing 3 posts - 1 through 3 (of 3 total)
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